Are you in the frustration business?
My alarm system needs an equipment upgrade and the company left me a voicemail one day. Then they called me at 6:30 AM a few days later to tell me that I need to call Customer Service to schedule the upgrade (the person who woke me up couldn’t do it). When I called Customer Service, the call was disconnected, and I had to call back. I was finally able to schedule the equipment upgrade for a Tuesday afternoon.
That Tuesday, an hour into my appointment window, Customer Service called to tell me that the Service Technician didn’t have the correct radio on his truck to perform the service. He then told me that we had to reschedule for over two weeks out and offered me a few days of availability. The first day I chose he informed me that only morning appointments were available, which didn’t work with my schedule. We were finally able to reschedule once he told me all my appointment options.
Do you know how all of this frustration could have easily been avoided? The original team who made the outgoing call should have the ability to schedule appointments. The Service Technician should have a checklist for daily appointments to confirm he has the correct tools on his truck. And the Customer Service representative should have provided more detailed appointment options.
All these fixes can be implemented by standardizing processes. Customer Service should have standardized call scripts and processes for rescheduling appointments. Technicians should have standardized processes to confirm they are equipped for their service calls. This will ensure things are handled correctly the first time, eliminating customer and employee frustration.
Standardizing processes reduces frustration for business owners, employees, and customers. Make sure you’re not in the frustration business.
Creating standard processes ensures you are delivering the same quality product and/or service to your customers every time. Contact us today learn more https://beckinsights.com/take-action
